[RE-wrenches] Enphase Support Non-Responsive

[William Dorsett]

We are finding the same problem. Usually it is a problem with an untypical
Envoy location (remote barn with a tin roof or a bad cable modem connection)
or communications issues between the inverters and the Envoy. Nearly all our
systems are operating as expected, and I think the company has good hardware
and is otherwise well put together.  Customer responsiveness falls way
short. Their service people are always quite helpful when they do get back
to us.  There appears to be a route to remote troubleshooting but it
certainly not publicized well.  Can anyone tell installers how to connect
with a remote troubleshooting URL?

Thanks all.

Bill Dorsett
Manhattan, KS

-----Original Message-----
From: RE-wrenches [mailto:re-wrenches-bounces at lists.re-wrenches.org] On
Behalf Of penobscotsolar at midmaine.com
Sent: Friday, August 05, 2016 8:38 AM
To: RE-wrenches
Subject: Re: [RE-wrenches] Enphase Support Non-Responsive

Just to renew this line of conversation, I have been waiting for several
call backs form Enphase, with no results, for the past three weeks. I also
have warranty claims that go back four months+ that have not been fulfilled.
I will not sell any more Enphase, at all, until they resolve these
communication and warranty issues.

Daryl DeJoy
NABCEP Certified PV Installer
Penobscot Solar Design




> It seems like we are talking about inverter and module customer 
> service (good and bad) a lot lately.
>
> Has anyone else noticed that Enphase seems to have stopped responding 
> to tickets submitted via their website? Hold times are unacceptable, 
> so I gave up on that, but nobody gets back to you when you try to 
> contact them via their web form for weeks, even about an existing RMA 
> or ticket, and they no longer let you update tickets by email. They 
> are very helpful and competent if you get them on the phone, but who 
> has time for that?!
>
> I'm also waiting an unacceptable amount of time on a major module 
> manufacturer warranty claim right now. I'd love to see Home Power or 
> someone do a story on manufacturer responsiveness to dealers. Things 
> are generally going down hill it seems.
>
> Jason Szumlanski
> Florida Solar Design Group
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